Workforce Manager

Capital One; Muntinlupa; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Capital One Philippines Service Corp. is seeking a Workforce Manager in Alabang to strategize WFM supporting Canada, drive efficiency in forecasting, budgeting, capacity planning, access support and reporting.

You will lead a team of WFM managers and professionals while collaborating across HR, Operations, Finance, CRE and leadership teams. The role requires 2+ years in WFM and 5 years in call center operations, with a hybrid work arrangement and night shifts.

Qualifications

• College graduate.
• 2+ years of experience in Workforce Management (Forecasting, Capacity Planning, or Budgeting/Resource Planning).
• 2+ years in a Management/Managerial capacity leading teams.
• 5 years of working experience in a call center/contact center operations or WFM environment.
• Amenable to work in a hybrid setup.
• Amenable to work in a night shift schedule.

Responsibilities

• Strategic planning: Develops and implements an annual plan for Workforce Management, including workforce budgeting, capacity planning, and long-term forecasting.
• Operational performance: Analyzes data trends to optimize staffing against demand.
• Process improvement: Conducts audits to ensure compliance and identifies opportunity areas in forecasting models and capacity planning.
• People development: Leads a team of WFM managers/professionals with hiring, scheduling, mentoring, and performance reviews.
• Organizational collaboration: Partners with HR, Operations, Finance, CRE, and Canadian leadership.

Skills

Forecasting

Capacity planning

Budgeting/Resource planning

Leadership

Excel or Sheets

Education

College graduate

Tools

WFM platforms/tools

Excel

Job description

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila) - Workforce Manager

Summary: To strategize for Workforce Management (WFM) supporting Workforce Canada, driving operational efficiency through short-term and long-term Forecasting, Budgeting, Capacity Planning, Access Support, and Reporting and Data Management. To implement WFM policies and identify strategic opportunity areas to ensure optimal staffing, workload distribution, and overall operational efficiency. To be responsible for the strategic management of a team of WFM managers and professionals, while maintaining strong cross-functional partnerships across the organization to further department and business goals.

General Responsibilities

• Strategic planning: Develops and implements an annual plan for Workforce Management, including workforce budgeting, capacity planning, and long-term forecasting to ensure operational alignment with business objectives and corporate standards.
• Operational performance: Provides periodic performance and staffing data to the leadership team by analyzing daily, weekly, and monthly workforce trends; inspects data accuracy on team reporting (e.g., volume forecasts, shrinkage, capacity models, DID, and HR roster) to optimize staffing against call/contact demand through robust Reporting and Data Management.
• Process improvement: Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations; identifies opportunity areas in forecasting models, scheduling efficiency, access management, and capacity planning to implement strategies in collaboration with stakeholders to improve process efficiency and service delivery.
• People development: Provides leadership to a team of WFM managers/professionals, including hiring/termination, approval of time records, schedule adherence, deployment, mentoring, performance reviews, pay recommendations, administrative decisions, and providing operational Access Support.
• Organizational collaboration: Maintains strong and collaborative partnerships across the organization (including HR, Operations, Finance, CRE, and Canadian leadership teams) to positively influence workforce availability, service delivery, and customer satisfaction.

Other Related Functions (May be Assigned / Rotated)

• Back Office Processing: Strategizes for team handling inbound calls to manage and resolve credit bureau scores disputes and correspondences.
• Collections: Strategizes for team handling inbound and outbound calls to manage and resolve delinquent accounts.
• Fraud / Disputes: Strategizes for team handling inbound and outbound calls to identify, investigate and resolve dispute and fraudulent activities.
• Ops Desk: Strategizes for team handling workforce and schedule management.
• Servicing: Strategizes for team handling inbound calls to manage and resolve credit card concerns.
• Training: Strategizes for team planning, delivering, and evaluating technical training requirements.

Basic Qualifications

• College graduate
• 2+ years of experience in Workforce Management (specifically focused on Forecasting, Capacity Planning, or Budgeting/Resource Planning)
• 2+ years of experience in a Management / Managerial capacity leading teams
• 5 years of working experience in a call center/contact center operations or WFM environment
• Amenable to work in a hybrid set up
• Amenable to work in a night shift schedule

Skills Required

• Solid functional understanding of call center workforce management principles, forecasting methodologies, and capacity planning models.
• Strong analytical and quantitative skills for data-driven decision-making, reporting/data management, and budget management.
• Results orientation with a bias for action, versatility, and adaptability in a fast-paced environment.
• Strong people management skills, including team formation, coaching, collaboration, and stakeholder influence.
• Proficiency in Excel or Sheets and relevant WFM platforms/tools.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws.

Capital One promotes a drug-free workplace.

Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit.